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Hokkaido University Collection of Scholarly and Academic Papers >
Graduate School of International Media, Communication and Tourism Studies / Research Faculty of Media and Communication >
国際広報メディア・観光学ジャーナル = The Journal of International Media, Communication, and Tourism Studies >
No.10 >
サービス品質とホスピタリティのメカニズム : 航空会社空港スタッフを例に
| Title: | サービス品質とホスピタリティのメカニズム : 航空会社空港スタッフを例に |
| Other Titles: | Mechanism of Service Quality and Hospitality : On the Case of Airline's Airport Staff |
| Authors: | 野村, 佳子1 Browse this author |
| Authors(alt): | Nomura, Yoshiko1 |
| Issue Date: | 10-Mar-2010 |
| Publisher: | 北海道大学大学院国際広報メディア・観光学院 |
| Journal Title: | 国際広報メディア・観光学ジャーナル |
| Journal Title(alt): | The Journal of International Media, Communication, and Tourism Studies |
| Volume: | 10 |
| Start Page: | 73 |
| End Page: | 89 |
| Abstract: | As an airline industry is now facing a keen competition, each company is trying to survive by providing better service to its passengers. One of the key factors to attract passengers is how to make the service quality better and realize hospitality at service encounters. The first purpose of this paper is to clarify the concepts of service quality, service satisfaction and hospitality as these words are often used without distinction in the business world. The second purpose is to study how the hospitality is realized through service providing process. And last wbut most important purpose is to clarify the capability which is required to the staff members who are to realize hospitality. |
| Type: | bulletin (article) |
| URI: | http://hdl.handle.net/2115/42982 |
| Appears in Collections: | 国際広報メディア・観光学ジャーナル = The Journal of International Media, Communication, and Tourism Studies > No.10
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Submitter: 野村 佳子
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